Settings overview
Notification Settings
Configure chat notifications sent to operators.
Each notification can be toggled on or off independently.
Escalation Settings
Set the users to notify when an escalation has no assignee.1
Open the Agent tab
Go to Settings > Agent tab in the admin console.
2
Start editing escalation settings
Click the Edit button in the Escalation Settings section.
3
Select users to notify
Type a member’s name in the search field and select the users to notify. You can select multiple users.
4
Save
Click Save.
Only members with the Admin or Operator role can be set as notified users in Escalation Settings.
The users you select in Escalation Settings are notified users. They are not automatically assigned to the session. An escalation without a specified assignee stays unassigned, and all of the selected users are notified. When the AI agent escalates to a specific operator, that operator becomes the assignee. For example, this happens when the user asks in the conversation to be handed over to a particular operator.
Session Lifecycle
Configure automatic reminders and auto-close for sessions with no user response.1
Open the Agent tab
Go to Settings > Agent tab in the admin console.
2
Start editing session lifecycle
Click the Edit button in the Session Lifecycle section.
3
Update values
Change the Reminder threshold, Auto-close threshold, and Auto-close enabled settings as needed.
4
Save
Click Save.
Related pages
- AI Response Language — Response language and system-wide default language settings